Neon54 Casino - Player's payment has been delayed.

Hello, I've been waiting for the payment since March 26th. It's for €150. My account and card were confirmed in January when I had a €30 payment. Now that I haven't given them any peace, they have to check the account again every day in the live chat. Please be patient for a little longer. Just copy and paste the answers for the €150 payment. I've been waiting for 18 days.

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Dear Fahrudinidri,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Is your account fully verified?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Update on my case: On April 13th, I submitted to the casino a full PDF transaction history for March 2026 and a new selfie with my ID and the casino website in the background. The casino support (agent Mylene) confirmed receipt of these documents under the request ID 48215432. Despite submitting everything and being promised priority, my EUR 150 withdrawal has still not been approved. I have met all their latest requirements, but the delay continues."

Before, I didn't have any problem with withdrawing money

They sent it to me today.

again that I have to send them the same documents that I sent them a few days ago

"Although the transaction history is now 'under review', the casino has reset the selfie request again. This is blatant harassment and deliberate delay. I have already sent them all the documents multiple times. Please intervene urgently as they keep opening new requests for things they have already received."

I hereby inform you that I am giving up on further communication with Neon54 support because they are deliberately delaying. I have provided them with an official PDF statement in the name of Fahrudin Idrizoski (Aircash), but they refuse to acknowledge the transactions because Aircash uses the number 4421 in the system instead of the physical card number 5793. All proof of payments (€20, €60) are visible on pages 1 and 2 of the attached PDF. Please complete the complaint process."

I want to highlight three more key facts that prove this is deliberate delay:

I have already received withdrawals: I have successfully received withdrawals from Neon54 casino to this same account and card before. The documents were in order then, but now suddenly they are not.

I have already received payouts: I have previously successfully received payouts from Neon54 casino to this same account and card. Verification has already been completed: My card and my personal documents (including selfie) have already been officially confirmed and verified in the system.

VIP treatment: I regularly receive bonuses from my personal casino manager who personally calls me on my phone number. So the casino knows very well who I am and that my details are correct.

I am attaching additional evidence confirming my authenticity and VIP status at this casino. As can be seen from the Telegram conversation, I have a personal VIP manager (Luka) who directly grants me bonuses and handles inquiries under my name (Fahrudin).

Even my VIP manager in a conversation on March 26th sees my active withdrawal of 150 EUR and apologizes for the wait. It is unbelievable that on the one hand they treat me as a VIP user, and on the other hand they harass me about the technical details of the card and refuse the official PDF statement. I ask Petra to take into account that the casino knows me personally and has no doubts about my identity."

I have decided not to send any documents directly to the casino anymore because this has become pointless. I have attached proof that I am a VIP player, that the manager Luka knows me personally and that he has seen my payout. The casino has everything they need, but they are deliberately rejecting my official Aircash PDF. I ask that you take over the communication with them because I no longer want to waste time on their excuses."

This is proof that the casino is deliberately ignoring me. Today, April 15th, I received an email from Peter (Neon54) repeating the same request for card 5793, even though I already sent him the official PDF statement explaining my Aircash transaction. Also, Agent Cole in the chat again mentions the 10 business day wait.

I will not send any more documents directly to them because they have already received them several times. Please see the screenshots – they treat me like a VIP player when it comes to withdrawing money, and now they are blocking me with robotic responses. I ask Casino Guru to make a decision based on the evidence I have already provided

"Here, I just took a new selfie with the Neon54 casino page loaded on my phone. The picture is clear and authentic. This is the final proof that I meet all the verification requirements. I have attached the PDF statement and now this selfie. I ask Casino Guru to force the casino to pay out my 150 EUR because there is no longer any excuse for waiting."

I just spoke to support (Mylene). I gave them all the arguments – that the PDF was confirmed, that I sent a new selfie and that I am in contact with VIP manager Luka. Now they have changed their story and say that the review will take 3 business days instead of 10. I am sending you a screenshot as proof that I am pressuring them and that they received information about my public complaint on your portal."

Thank you for your reply and for providing the previous details, Fahrudinidri.

• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Additionally, please provide any additional communication you had with the casino regarding the issue.

You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Withdrawal history: As you can see in the attached screenshot from January 2026, the casino has previously successfully paid me EUR 30 to this same account. This means that my payment method was accepted and verified at that time.

• Payment method: I use the same method as before - Aircash card linked to my account.

• Current status: The payment of EUR 150 has been pending ('Pending') since March 26th.

• Verification status: Documents (including new selfie and PDF extract) are currently in 'Pending' status on my casino profile. The casino finally has them in the system, but has not approved them yet.

Key evidence that I am attaching to this email:

1. Proof of previous payment (January 2026): The image clearly shows an inflow of +30 EUR. This is proof that they have already paid me money into this account.

2. Linking the numbers 4421 and 5793: The screenshot from January shows the VISA *** 4421. This is the same system number that is shown in my PDF statement, while my physical card is 5793. This is a purely technical thing that the casino uses as an excuse, even though they have already accepted the same number for withdrawals before.

3. VIP Status and VIP Manager Luka: I am attaching recordings of conversations with VIP Manager Luka on Telegram. He addresses me by name (Fahrudine), offers me bonuses and himself admits that he sees my active payout and apologizes for the wait. This proves that the casino fully knows my identity.

4. New Selfie: I am attaching a very clear photo of me holding my phone with the Neon54 page open, which they requested as a final step.

5. Official PDF: I am resubmitting the official Aircash PDF statement with all my details (name, address, transactions).

Please intervene and ask Neon54 casino to finally approve my documents and pay my money, as I have proven that I am a real person who has successfully used this account in their casino before.

Thank you for your help,

Fahrudin"

I'll just add whatever else they're looking for, I'll send them a PDF, I've sent them 4 times a picture of myself 3 times and my card 5 times since 26.3

Petra, good news! Agent Dima just confirmed to me in the chat that all my documents (including the new selfie) were successfully submitted for verification today and are currently being processed. He said I will be notified as soon as the process is complete. I am sending you a screenshot as proof that the process has finally started."

Dear Petra,

I am writing to you because the situation with Neon54 Casino has become unacceptable. Today is Tuesday, April 21st, and it has officially been 3 business days (including Friday and Monday) since support promised me that the documents would be reviewed.

Here is the latest information:

• Agent confirmation: Yesterday I spoke to support again (agent Dima). The agent confirmed that my documents (new selfie with phone and PDF statement) were received and sent for verification. I am attaching a screenshot of that conversation.

• 3-day promise: Last Friday, Agent Mylene promised me that the verification would take a maximum of 3 business days. That deadline expired today, and the status on my profile is still 'Pending'.

• Ignoring evidence: Even though they have proof that they already paid me EUR 30 in January to this same account, they are still blocking me for the amount of EUR 150.

• Waiting time: My payment has been pending since 03/26, which is almost a full month for a very simple verification.

It's obvious that the casino is deliberately delaying and ignoring my evidence, hoping I'll give up. Since they have broken their own deadline they gave me in chat, I am asking you to officially intervene now and contact Neon54 Casino.

I have fulfilled absolutely all their demands and provided you with all the evidence. I am asking for your help so that this process can finally end with the payment of my money.

Thank you for your understanding and help.

Kind regards,

Fahrudin"

Dear Fahrudinidri

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Greetings Peter

Thank you very much for your effort.

LP

Dear Fahrudinidri,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Neon54 Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Neon54 Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Thank you Samuel for taking on my case.

I just want to point out that agent Roko confirmed to me in the chat on Tuesday that my documents (selfie and PDF) were completely correct and received. However, yesterday agent Judita told me again that I have to wait another 10 days.

It is obvious that the casino is delaying on purpose because my payment of EUR 150 has been blocked since March 26 (already 30 days). I have already attached all the evidence of the conversations to the complaint gallery. Please insist that they explain why they are ignoring Roko's own agent's confirmation."

Dear Fahrudinidri,

We fully understand your frustration regarding the conflicting information you’ve received and the time it has taken to finalize your request.

Please be informed that we have now escalated your case to the relevant department to be handled as a priority. We are working closely with our team to clarify the current status of your verification and withdrawal to ensure the matter is resolved as quickly as possible.

We appreciate your patience while we finalize this review and will provide you with an update here as soon as we have more information.

Best regards,

Neon54 Casino Team

"Thanks to the Neon54 team for the response. I'm glad they acknowledged the contradictory information they've been giving me for weeks.

However, I would like to point out that my payment of 150 EUR has been outstanding since 26/03 (more than a month ago). Since they have now confirmed 'priority processing', I expect the verification to be completed and the payment approved within 24 hours at the latest.

Samuele, please follow this process until the money is actually paid to my account, because I have already received such promises in the chat, but without results."

Hello everyone,

thank you, Neon54 Casino, for the update.

Dear Fahrudinidri, thank you for your message as well. Please be a bit patient for now while we wait for the casino’s final update.

Once we receive their response, we will see what the next steps will be.

Samuel, great news! The verification status just changed on my profile. Now it says that my account no longer needs verification (I'm sending a screenshot).

However, the payment of 150 EUR is still in the status 'Pending'. Please stay with me until this money is actually paid, because now they only have that last step left."

Hello Fahrudinidri,

thank you for the update. That is definitely a positive development, as it appears your verification has now been completed. At this stage, the remaining step is the processing of your pending withdrawal. Please keep me informed once the payment is received.

For now, we will wait for the casino’s confirmation and update regarding the withdrawal. I will continue monitoring the case.

Thanks Samuel for the information. I'm glad the verification is complete. I'm still waiting for the EUR 150 payment to be credited to my account. I'll let you know as soon as the money arrives."

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Fahrudinidri,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel